Overview

Penn & Sons Roofing had been operating for over 15 years and had built a large customer list through repeat work and referrals.
Once a job was finished, however, there was no structured follow-up.

Customers simply disappeared unless they called again themselves.

Challenge

• No reminders or follow-ups after completed work

• Customers forgot who they used previously

• New work relied on fresh enquiries only

• Owner manually tried to keep in touch but it never lasted

They didn’t need more leads.
They needed their existing customers to remember them.

Solution

We built a simple SMS reactivation system targeting:

• Customers from the last 12–36 months

• Seasonal reminders tied to roof maintenance

• Follow-ups sent automatically from their domain

No CRM change.
No new software for staff to learn.

Results

• Past customers replied within days

• Repeat bookings booked without advertising

• Follow-ups ran consistently without the owner’s involvement

The database became an asset instead of dead weight.

Timeline

7 days from review to launch